Tracy Durham

Based on the data we collected from Tech Rage IT’s Managed Voice Service, we implemented significant changes that transformed our customer-experience efforts. With the ability to monitor recorded phone conversations between our team and our customers, we identified training issues and provided additional support for our staff. Armed with statistics on peak call times and our missed call volume, we perfected our staffing schedule. Going forward, as our business expands, we’ll be able to identify whether we need to grow our call-center team in order to accommodate higher call volumes. In addition, the Managed Voice Service provided an opportunity for us to make a permanent shift to our customer-experience team working from home—a change that made our staff happy and allowed us the space to add more office-based team members."

Tracy Durham
Senior Director of Community Management
Artemis Lifestyle Services